Complaints

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• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i left my 10lb puppy who is only 5 months old at daycare facility to ensure he would be fed and walked while i was away for the day. i packed 3 bags for him. 2 were meals and one 1 bag full of treats. i dropped him off at 7 am and picked him up at 5:30 pm on 2/7/23. when i got home and looked in his bag i packed i discovered his lunch bag was still full and he has not eaten since his snack at 9am! he went 8+ hours without eating because the facility misplaced his bag and did not realize he had not eaten lunch! the purpose of me brining him to facility was to ensure he eats and gets walked as he is a puppy and needs food around the clock. i brought him to facility to get peace of mind he would be taken care of but i walked away feeling disgruntled knowing my puppy went hours without eating and no one at facility noticed! the owner reviwed camers and relayed she sees 3 bags were taken out of bag i packed but YET i came home with a bag full of food. i ALSO documented on their portal his feeding scheduling. this neglect could have been prevented by staff if they utilized their portal efficiently and if staff hadn't misplaced my bag with his food in it!

  Business Response

  Date: 02/10/2023

  We have talked to this clients several times. We have video showing we took the 3 bags out of her bag and at 815am the puppy (Chino) was given his food. Also on video we show he was given his second bag of food at ****. He was given the 2 treats that was in the 3rd zip bag at 10am and 3pm. We apologized if she thought her puppy was not fed, but we show that he was fed per the instructions she provided to us.

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19372741
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

   

  facility states my puppy was fed 2 meals i supplied THEM YET i came home with a bag full of food labeled lunch that i had packed.  he was famished when we got home.      facility insist they have security camera showing he was fed but its impossible  as I HAVE the bag  FULL of food.   Had the facility owned up to its mistake and acknowledged they need a better policy in place to prevent this type of ANIMAL NEGLECT  i would have been more understanding. However ***** still  insist he was fed and it seems she is more concerned about her business and its reputation then my puppy's well being!    

  Business Response

  Date: 02/10/2023

  This is a closed issue. We have spoke to the employees who did the breakfast and lunch feeding as well as reviewed footage of them preparing and giving the pet food. Both employees are excellent at their positions and have never given a reason to doubt them. At the end of the day the employee that fed lunch came and told us the pet did not eat lunch and the food bowl was verified to still have food in it by one of the leads. It was the pets first time at our facility and many pets will not eat the first day due to a change in environment and other psychological factors. We tried to explain this to the pet owner but she refused to listen to what we were saying and remained confrontational for the entire conversation.

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19372741
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  the issue IS NOT CLOSED.  

   the previous correspondents conflict with what i was previously told.   i was told IF an animal does not eat wet/dry food put out, it is disposed of since it was sitting out.     IF breakfast was not eaten by my puppy and his food was disposed of then how come he was not fed lunch??????   i came home with a bag FULL OF LUNCH that  i had packed prior to drop off.      IF the employees were as attentive as ***** claims they would have ensured he was served lunch as he is new to facility and only 5 months old! 

  i would appreciate footage of my puppy being fed lunch! ***** relayed she shows employe pulling out 3 bags BUT does she have footage he was served lunch?   imposisble as i have the bag of food!

  i disagree in any was i was confrontational. ***** repeatedly talked over me when she called to discuss the incident.  had she been more empathetic i would have been understanding to their accident!   instead she was nonchalant and defensive.   its no surprise staff at facility lacks communication and misplaced his bag since they are under her leadership.

   please provide footage Chino was fed lunch